Director Customer Operations

Paramount Commerce; Remote; CAD 150,000 - 190,000; Full time

Job summary

A leading fintech company in Vancouver is seeking a Director of Customer Operations to lead a 24/7 support team. You'll focus on turning support into a strategic advantage, ensuring high-quality customer interactions drive business insights. The ideal candidate has over 10 years of experience in customer operations, particularly in B2B environments, and is technically proficient with contact center technology. Join a dynamic team at the forefront of payment innovation in a remote-first environment.

Benefits

Competitive salary

Generous Vacation + Summer Fridays

Health & Dental Benefits

Wellness Spending Account

Retirement savings matching plan

Quality Hardware provided

Parental leave top up program

Birthday Day Off

Quarterly Socials

Volunteer Days

Qualifications

• Proven experience in leading customer support teams in B2B or Enterprise environments.
• Ability to translate customer pain points into actionable business insights.
• Strong understanding of high stakes, regulated environments.

Responsibilities

• Lead a global, 24/7 support team with consistent service.
• Design a 'white glove' experience for high-value customers.
• Transform customer interactions into product intelligence.

Skills

Customer Operations leadership

Data analysis

Empathy in leadership

Technical proficiency with contact center platforms

Collaboration across departments

Education

10+ years in Customer Operations or Support leadership

Tools

Genesys Cloud

Job description

Based in Canada and headquartered in Toronto, Paramount Commerce is a fintech company focused on making payments simpler and more secure. We've been helping reshape online payments since the early 2000s, enabling people to pay directly from their bank accounts, without relying on credit cards or e-wallets.

As a proud member of Payments Canada, we're deeply connected to the evolving financial landscape, helping ensure our solutions remain compliant, reliable, and future ready. Security, risk management, and data integrity are at the core of everything we build, and we power payment solutions that are seamless, thoughtfully designed, and built to scale.

As we continue to grow our business across Canada and prepare for expansion into new markets, we're looking for curious, thoughtful, data driven individuals who enjoy directly solving complex problems themselves and pushing ideas from concept to execution, in a rapid iterative environment with highly capable peers. If you're excited about building the future of payments - and want to be part of a team that's shaping what's next - we'd love to hear from you.

The Opportunity

Customer Operations at Paramount has evolved from a traditional 9-5 support model into a fully in-house, 24/7 contact center powered by a modern AI enabled stack (Genesys, automation tools, and a robust knowledge base). Our customers include both consumers and merchants, and we support both through email and chat.

We are looking for a Director, Customer Operations to take this team to the next level.

This role is not about managing queues. It's about turning "support" into a strategic advantage. You'll transform customer interactions into product intelligence, shift the organization from "solving tickets" to "removing friction," and act as the commercial owner of our CX technology ecosystem. You'll be the voice of the customer in Product and Engineering, and the architect of an operation that scales with quality, insight, and impact.

What You'll Do

Own and Optimize a 24/7 Operation

• Lead a global, always-on support team with strong workforce planning, capacity management, and consistent service across time zones
• Design a differentiated "white glove" experience for our highest value customers, ensuring our most important merchants are insulated from friction
• Act as the final quality gate for the customer experience, building cross-functional QA loops so nothing falls through the cracks across Support, Risk, and Escalations

Turn Support into Product Intelligence

• Quantify friction. Move beyond ticket counts and translate pain points into business impact (e.g., "This issue costs $10K/month in support time")
• Lead "Friction Reviews" with Product and Engineering to influence roadmap priorities based on real customer pain points
• Evolve Voice of the Customer into a strategic input that drives product decisions, retention, and time-to-value

Own the CX Tech Stack

• Be the commercial and functional owner of Genesys and our broader CX ecosystem, maximizing what we already have before buying more
• Lead vendor strategy, QBRs, contract negotiations, and budget ownership
• Advance our AI and automation strategy from "deflection" to "resolution," measuring success by quality and outcomes, not just volume

Build a High-Performance Culture

• Shift the team from activity based metrics to outcome driven performance (FCR, CSAT, Time-to-Value)
• Lead and mentor Managers and Team Leads, fostering autonomy within clear standards and knowledge practices
• Maintain a high engagement culture while raising the bar on accountability, clarity, and impact
• Continue to build the team as needed

Who You Are

You're equal parts operator, strategist, and people leader. You love turning messy systems into scalable engines, and you care just as deeply about the humans doing the work as the data that guides it.

• A Proven Customer Ops Leader: You bring 10+ years in Customer Operations or Support leadership, ideally in B2B or Enterprise environments. You've led teams through growth, transformation, or both, and know what it takes to run a high-performing 24/7 operation
• Industry-Savvy: Experience in gaming is important, and experience in payments or fintech would be a strong advantage. You understand what it means to operate in high stakes, regulated, always-on environments where reliability truly matters
• Lead with Empathy: You understand that customer support is emotionally demanding work. You lead with empathy, protect your team from unnecessary pressure, and create an environment where people feel supported, trusted, and able to do their best work. You know how to hold high standards and care deeply about the humans behind the metrics
• Technically Fluent: You're deeply familiar with modern contact center platforms, including Genesys Cloud experience. You understand how workflows, routing, automation, and knowledge systems actually work, not just how to read a dashboard
• Commercially Sharp: You've owned a budget, negotiated with SaaS vendors, and know how to maximize ROI from your tech stack. You're comfortable making trade offs and building business cases
• Cross-Functional by Nature: You have the presence and credibility to partner with Product, Engineering, Sales, and Risk. You use data to influence roadmaps, align priorities, and drive meaningful change
• Built for Scale: You've worked across a mix of startup and enterprise environments and know how to bring structure without slowing momentum. You thrive in complexity and know how to build systems that grow with the business

In short: you know how to run a world class Customer Operations function, and how to turn it into a strategic advantage.

If everything above doesn't perfectly describe you, but you're excited to learn, adapt, and grow into new areas, we'd still love to hear from you. We value curiosity, self directed learning, and people who enjoy stretching beyond what they already know.

Why Paramount Commerce?

• Canadian Company with over 22 years of history 🇨🇦
• Competitive salary
• Generous Vacation + Summer Fridays
• Health & Dental Benefits
• Wellness Spending Account
• Retirement savings matching plan
• Remote first environment
• Quality Hardware provided to do your work
• Parental leave top up program
• Birthday Day Off
• Quarterly Socials
• Volunteer Days to give back to our community

The base salary range for this full-time position is $150,000 - 190,000 CAD.

Final compensation will be dependent on experience, skillset, and role related qualifications, and will include benefits and bonus as per company policy. Please note that base salary ranges may differ based on location and local currency.

We use technology assisted tools, including artificial intelligence, to support parts of our recruitment process (such as resume screening, note taking, and interview scheduling). These tools are designed to support, but never replace human judgement. All hiring decisions are made by humans, and we are committed to fair, inclusive, and bias‑aware hiring practices.

DEI

At Paramount Commerce, we are proud to be an equal opportunity employer, and we do our best to make sure all people feel supported and connected at work. We practice ethical and fair hiring processes and strongly encourage applications from all backgrounds.

We believe that different perspectives, experiences, backgrounds, and skill sets are what make for high performing teams, and we are committed to creating a place for our employees to be their authentic selves. Don't worry if you don't check every box. If you're excited about this role and think you'd be a good fit, we encourage you to apply.

Accommodations

Accommodations are available on request for candidates taking part in all aspects of the recruitment process. If you require any accommodation, please let us know and we will work with you to provide the necessary support.